We
had replacement doors, drawer fronts and worktops fitted in February 2001.
I made several calls to try to get a visit to fix problems. A surveyor
eventually arrived in May, but it took many more phone calls to get the
fitter to arrive in July, and two problems still persisted afterwards.
One was a mis-aligned drawer front (the original had been fine, but for
some reason Kitchen Magic couldn't fit a replacement and make it work
properly); the other was a spraying tap.
In October I had to call them again because as well as these two problems,
the doors, drawer fronts and worktops in the sink area were expanding.
Clearly they had not been sealed properly during manufacture. This was
really unexpected given the price we paid (£2,500), and that my
previous units, which were only cheap items from Texas DIY gave no such
problems over 11 years. Just like Sam, I could never get anyone to call
me back. In the end I wrote to Alan Pullinger, the MD. Still there was
no response, but he answered the phone when I rang on 2nd November. His
attitude was astounding; how dare I question their units, how dare I let
water near them, even around a sink! But he did agree to a visit from
a surveyor at the end of November.
In the interim I sought advice from the Trading Standards web site, spoke
to my local Citizens Advice Bureau, and also spoke to the Kitchen Standards
Association/Qualitas. They all advised an independent survey (KSA will
do it), if I can't get the matter resolved by Kitchen Magic. Then, if
they won't respond to that, then to take them to the Small Claims Court.
They all advised me to set it all out in writing in a recorded delivery
letter, which I did. They also expressed the view that one should naturally
expect water around the sink area of a kitchen, and that the surfaces
should be properly sealed against it.
Maybe it was the recorded delivery letter and the threat of court action,
but when the surveyor turned up at the end of November, he instantly agreed
to replace the faulty items.
Then came another period of no contact as they failed to give a date for
the work and I even had a conversation with Mr Roberts, the Operations
Director, following which I sent him a recorded delivery letter and photos
of the faulty items.
THEN, this week on the appointed day, Monday 18th February, they failed
to turn up! When I rang them they said the fitter had not turned up for
work, and that someone would ring me to arrange a new date. No surprise
that they didn't ring me, but I did manage to speak to 'Customer Services'
first time today and was given a date at the end of March.
The experience of non-returned calls is so familiar, as is the unsatisfactory
work. Even the items that don't need replacing aren't really finished
off well. I greatly regret buying from Kitchen Magic.
Does anyone else see signs about the company that worry them? Things that
raise questions are for example the impression I get of lots of new staff
(high turnover?); the MD and Operations Director answering the phones
one day (why?), the lack of willingness to fix problems (are they desperate
to just take new money?),and the shoddy quality I and the others have
experienced for the relatively high price we paid. I may be completely
wrong, but there are indicators which some people could interpret badly
on the company.
